Affiliate Support Manager

The Account Support Manager position will be responsible for assisting Business to Business Accounts (B2B) and the Legacy affiliate support staff. 

• Deliver superior service identifying and resolving B2B account concerns using problem-solving skills. 
• Manages staff schedule in Paylocity. 
• Implements best practices, SOPs, and policy feedback to Department Head.
• Encourages a positive working relationship with the affiliates.
• Conducts on-boarding affiliate quality assurance.
• Directs and coordinates key team members with reporting and troubleshooting tasks.
• Coordinates affiliate concerns with various department heads.  
• Play a pivotal part in resolving on-going payment and retention issues. 
• Tracks affiliate productivity, sales rep productivity, NSF trends, and cancelation patterns.
• Coordinates with Ryan onsite affiliate support where requested. 
• Take live calls from the B2B accounts queue to assist Agents with details of their account including files and CRM (training provided)
• Respond promptly to B2B inquiries while maintaining a positive, empathetic and professional attitude at all times.
• Communicate with B2B accounts through various channels (phone, email, chat, text)
• Some availability after business hours.
• Engage with B2B accounts to understand and resolve any concerns they may have or requests for additional services
• Participate in onboarding new B2B accounts
• Use CRM to keep track of client information, interactions, transactions, and comments
• Communicate and collaborate with teams across the company including operations, sales, marketing and production.
• Provide input and feedback on the efficiency of the overall B2B account experience.
• Ensure satisfaction and provide professional support.
• Offer support and solutions to B2B accounts in accordance with the company's policies to ensure the highest satisfaction and success

Qualifications:

• College degree preferred.
• Bilingual in English and Spanish is a plus, but not required.
• Previous client service experience, call center experience a plus
• Ability to stay calm when agents are stressed or upset.
• Ability to multi-task and operate with a sense of urgency.
• Comfortable using computers and laptop.
• Unstoppable positive attitude and possess a high need for competition and achievement.
• Well organized and great attention to detail.
• Must be friendly and comfortable managing B2B relationships.
• Comfortable taking on a leadership role and support role within a team (must work well with others)
• Strong interpersonal skills
• Experience in customer relationship management (preferred, not required)
• Experience in a management or leadership role
• Excellent written and verbal communication skills.
• Dedication to providing great customer service